Media Content Reporting Analyst (WFM Intraday)

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH104691_1631449831
Salary Negotiable
Consultant Name Andalan Rvin James Murillo
Consultant Email
Consultant Contact No. 62325731
EA License No. 02C3423
Consultant Registration No. R1331697

  • Role summary:
  • As a Media Content Reporting Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.

  • Key Responsibilities:
  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforce real time adherence in all Work Types and Markets within the scope of operation
  • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
  • Constant interaction with the end client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
  • Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment
  • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

  • Qualifications
    Profile Attributes:
  • 3+ years of tenure in WFM intraday and scheduling positions
  • Proven experience in operating and directly handling a scope of more than 100 FTEs
  • Creative and problem solving oriented
  • Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.)
  • Proactive and able to take decisions based on real time situations
  • Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
  • Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)
  • Studies in Engineering, Business Administration, or related fields
  • Experience working with internal/ external stakeholders in multiple geographic regions
  • Analytical with attention to detail

Rvin James Murillo Andalan EA License No. 02C3423 Personnel Registration No. R1331697

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